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Case Study

Easyjet EZS 0908: The nightmare flight (A)

By Dominique Turpin and Els Van Weering

6 pages

December 2000

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Reference: IMD-5-0582

The case describes the experience of Nicole Neuffer, passenger on easyJet’s flight EZS 0908 and the airline’s subsequent handling of the situation. Nicole Neuffer’s plane was delayed and she was stranded at London Luton airport for more than a night. When she finally arrived at her destination, she found her luggage damaged. easyJet is a low-cost airline that seeks to strike a balance between low costs and adequate service levels. This case and its sequels B, C and D will prompt readers to consider what adequate customer service levels for low-cost service providers really are and how easyJet could have handled the situation.

Keywords

Customer Service, Low Budget, Airline

Settings

Europe
April 2000

Type

Published Sources

Available Languages

English

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